U-verse internet and billing

I have had AT&T home phone service and basic internet service for several years with the billing amount being consistantly the same from month to month. On the July 2013 bill I noticed and increase in the internet charges changing the amount by almost double from the June 2013 bill. I called the AT&T internet number listed on the bill and requested a reason for the increase, being informed by an AT&T Representative that the promotion I was on had ended and therefor automatically charged at a higher rate. Being retired and on a very strict budget, I asked if there were other internet service options to reduce the charge or if I would have to change internet service to another provider. The AT&T Representative said he could help me with a change to another promotion and lower rate but would have to pay what was on the July 2013 bill and the change would show up on the August 2013 bill, to which I agreed and thanked him for the help. Well, that did not happen, with the August 2013 bill showing the same higher amount as the July 2013 bill. Again I called the AT&T internet number on the bill and asked the Representative on the line what had happened or not happened to keep the internet charge at the higher rate, to which She informed me that there was NO record of the July 2013 call and therefor NO change in the internet service. Asked this Representative what my options were before having to cancell the AT&T internet service and going with another provider. She said she could transfer me to another Representative who could help me, and after "SIX" transfers too many different departments and Countries around the world, having to explain my reason for the transfer each time, was connected to an AT&T Representative within the United States who spoke the English language. Again, explaining the reason for the call, the Representative told me She could put me on a new promotion at an agreeable amount which would be effective immediatly, and further told me NOT to pay what was on the August 2013 bill but to scratch the amount out and change it to the new promotion amount and was given by Her a certificate number "R43**" to also write on the August 2013 bill and the billing department would adjust the future billings. Sent in a check with the new "ADVISED" amount with the modified AT&T payment stub. Receiving the AT&T September 2013 bill, there was NO change to the amount I was being charged for the At&T internet service and also showed charges for the difference of what the Representative had told me to pay as an "IMMEDIATE" new amount, now owing more on the bill. Again I called the number on the bill and was transfered too "SEVEN" different departments and may be as many different countries about the world, based on the "ununderstandable languages accents" had with their "extremely poor somewhat spoken English". On the "EIGHTH" transfer was connected to an AT&T Representative who spoke ENGLISH and was within the U.S. Explaining what had come about on the September 2013 episode, the Representative said they could help, giving me a new rate for AT&T internet service, a new certificate number "R49***" and was told not to pay the full charge but to write in the new "IMMEDIATE" amount combined with the previouse discount from all the September calls, and this time she would speak with the billing department to resolve the change in charges for both months.

Well now, here is the AT&T October 3013 bill in hand, and the amount for monthly internet service has been change, but the bill does not show any change in the total amount from August 2013 or September 2013, so now I have been charged extra because the payment amounts I was given by AT&T Representatives to pay, which I did, have "NOT" been honored. This of course has put a strain on my monthly budget meaning I will buy less food for the month and cut down my meals to one a day so I can pay off the "UNHONORED" total billing amount to AT&T.

It has become totally obvious to me that AT&T has little to no communications between their departments, play the transfer game hoping you will get frustrated and hang up, honor only part of what their Representatives work out with their customers, do not honor discounts for convienently lost previously agreements, do not honor completed agreements and Representatives certificate numbers. In other words AT&T is departmentally dysfunctional and therefor dysfunctional as a service provider, does not respect their long term customers, will tell you anything to end a calling episode, and will charge you the same for it. There is little to no real "customer service" at AT&T, but allot of real customer billing.

Proof, 14 plus transfers from July 2013 to October 2013, one lost "no record of" agreement, one agreement which was not put into place even with a certificate number issued, one disconnect on their part during a transfer in August 2013, one agreement where only the current charge for service was honored on their part, but the certificate number was not honored financially.

Re: U-verse internet and billing

Since this is account specific I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.

Re: U-verse internet and billing

And what is your suggestion for the content of the message as I would copy and paste if I really thought there would be anyone within AT&T that cares based upon the amount of calls, transfers and hours I spent on the phone only to find out billing did not honor the companies Reps agreement(s). Have at this point the belief that "AT&TCustomerCare" is an oxymoron.

Re: U-verse internet and billing

The group I recommend is NOT the AT&T people you have been dealing with. This is a seperate group that was created to help people that are in your situation. I can understand if you don't want to try, but if you don't then you still stuck where your at now.

Re: U-verse internet and billing

Hello rockmonster695,

I'm very sorry for all the issues you're having with AT&T. As BeeBeeSA suggested, please send us a private message, we will need some personal information that we can't ask for on the public page. Our social media care specialist are very good and will do everything they can to help you!

Thank you,

Dmitriy

Rethink Possible

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions: Learn More.

Employee Contributor*

*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.